inserting an internal note you can change the next status of the ticket, doing this you can explain either why ... ;) For the second question I think that depends on your org. In my case, agents knows that they have to solecitate something to someone...In other case, otherwise we put them in auto close (+/-) HTH MV On Mon, Apr 26, 2010 at 4:49 PM, Edmond Chan wrote:

Hi all,

Can agent change the status of a pending ticket to "open"?

I can NOT find any action in agent ticket zoom in page to change the status of a pending ticket (status: pending reminder, pending close+ or pending close-) to "open".

Per the original OTRS ticket status design, which action is agent supposed to take when pending time of a pending reminder ticket has been reached? What is the expected next status of a pending reminder ticket?

Thank you!

-- Best regards,

Edmond Chan

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Edmond Chan wrote :

Can agent change the status of a pending ticket to "open"?

I can NOT find any action in agent ticket zoom in page to change the status of a pending ticket (status: pending reminder, pending close+ or pending close-) to "open".

Hello Edmond, we change the status manually by the add note mask or automatically by an generic agent. You can also change the status by other masks like priority if you have allowed this via SysConfig.

Per the original OTRS ticket status design, which action is agent supposed to take when pending time of a pending reminder ticket has been reached? What is the expected next status of a pending reminder ticket?

This is not defined, because it depends of your specific workflow. Usally the agents receive an email notification and then continue working on that ticket. We for example change the status automatically via a generic agent to open and change the queue when the pending time is reached. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de